• Application Deadline:
• Position: Billing Support Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦100,000 - ₦150,000/month
  

Job Function

• Handle all Retail Billing Calls, Tickets and Mails

Purpose of the Job (Brief)

• The Billing Support Officer deals with customers complaints via telephone and emails.


• They are required to handle a variety of functions, including end to end resolution of Billing issues.


• Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.


• Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Key Activities

• Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries


• Ensure Customer satisfaction


• Excellent Listening, questioning and communication skills


• Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer


• Informs customers by explaining procedures; answering questions; providing information and feedback


• Ensure prompt response to in-bound calls


• Must be clear, direct and not vague in their communication with customers


• Manage large amounts of inbound and/or outbound calls in a timely manner


• Meet personal/team qualitative and quantitative call targets.


• Customer Engagement


• Follow communication scripts when handling different Billing topics


• Identify customer’ needs, clarify information and provide solutions and/or alternatives


• OTRS Tickets


• Ensure prompt and accurate response to tickets


• Customer Retention Rate


• Provide excellent customer service in such a way that we can retain the customers


• Must be the voice of the Customer


• Maintain a high completed Call rate


• Ensure that the Call abandonment rate is very less than 10%


• Maintain a call completion rate of 90%


• Ensure that in-bound calls are picked before the third ring


• Escalations


• Must promptly escalate issues that they cannot handle to their supervisor


• Must avoid keeping the customer waiting on a call Identify and escalate priority issues observed

Educational Qualifications & Functional Skills

• Candidates should possess an HND / B.Sc in any discipline


• Must have at least 6 Months experience in a contact center


• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work

Other Requirements:

• Customer Focus


• Tech savvy


• Action orientation


• Drive results


• Cultivate Innovation


• Ability to optimize work processes


• Resilience


• Self-Development


• Ability to set priorities and manage time effectively


• Nimble Learning


• Good oral and written communication


• Team player


• Computer literacy


• Familiarity with CRM systems and practices


• Telephone Etiquette


• Strong phone, verbal and writing communication skills along with active listening


• Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc.)